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Prabhu Mathias

Service Desk Engineer | IT Support Specialist | Incident Management | Application Support | O365 | SLA Management

Bengaluru

4+ years of work experience

Tata Consultancy Services
Aug 20241 yr 11 mosPresent

Bengaluru, Karnataka, India

I am an experienced Service Desk Engineer with 4+ years of expertise in providing end-to-end IT support across Service Desk, Desktop Support, Networking, and Application Management. Skilled in troubleshooting hardware, OS, VPN, and connectivity issues, as well as managing Active Directory, Microsoft O365, Citrix, and Virtual Machines. Proficient in using ticketing tools (ServiceNow, ITSM, Remedy, Unity) to handle incidents, service requests, and escalations via calls, chats, and emails, ensuring high SLA compliance and customer satisfaction. Experienced in software installation, hardware maintenance, printer/scanner support, and CCTV configuration. Strong track record of resolving 150+ tickets monthly, improving resolution times by up to 40%, and optimizing IT operations for 500+ users. Adept at collaborating with vendors, leading BAU monitoring, and implementing process improvements that enhance team productivity and service delivery.
Tata Consultancy Services (Crown Solution)
Aug 20241 yr 3 mosOct 2025

Managed and resolved service requests and incidents via chat, call, and email using ServiceNow, ITSM, and Unity ticketing platforms, ensuring timely SLA compliance. Troubleshot network connectivity, VPN, and LAN/WAN issues; coordinated with third-party vendors for OS-level and hardware escalations. Administered user accounts, shared mailboxes, and distribution lists in Active Directory and Microsoft O365. Monitored daily BAU activities, resolved escalations within SLA, and ensured automation workflows ran efficiently and without interruption. Supported Virtual Machine and Citrix platform issues alongside M365 application troubleshooting for enterprise users.
_VOIS
Jun 202311 mosApr 2024

Bengaluru, Karnataka, India

Role and Responsibilities: •Handled over 50+ end-user calls daily and made 30+ outbound calls weekly for incident follow-up, reducing unresolved cases by 40% and improving customer satisfaction by 25% within three months. • Led the restructuring of Priority Service Management and Incident Management processes, reducing incident resolution time by 40% and enhancing service efficiency for 200+ clients. • Directed tickets to appropriate support teams while resolving initial issues. • Resolved 150+ tickets monthly while monitoring and prioritizing older and open tickets, ensuring a 95% closure rate within SLA and improving customer satisfaction by 20% •Enhanced IT support operations by integrating ServiceNow, Remedy, NetMeeting, and Microsoft SharePoint; reduced ticket backlog by 40% and improved team productivity by facilitating faster issue tracking and resolution • Demonstrated troubleshooting proficiency in desktop support, MS Office, and Adobe software. • Optimized domain controllers and Active Directory management for a network of 500+ users, enhancing security protocols and reducing password reset requests by 40%, leading to a more secure and efficient IT infrastructure. • Streamlined operations and service delivery processes, efficiently managing high-stakes situations and reducing incident resolution time by 40%, enhancing overall team productivity and customer satisfaction.
Auto iD Systems
Mar 20221 yr 4 mosJun 2023

Bengaluru, Karnataka, India

Role and Responsibilities: ✓ Provides technical guidance in activities associated with identifying, prioritizing, and resolving Problems by telephone and e-mail Screens, refers and diagnoses internal inquiries and work requests relating to PC Maintenance. ✓ Maintain card printer, Installation & Trouble shooting, ID card designing, Database backend work And Printer Services. ✓ Handle daily technical support activities on desktop & laptops, networking. ✓ Basic troubleshooting in printer and scanner. ✓ Knowledge on Email client, O365, and thunder bird application. ✓ Install and regular updates on system applications and browsers. ✓ Addressing user tickets regarding hardware, software, and networking issues and resolve issues within given SLA. ✓ Assist users in connecting to video conferencing applications such as Zoom, Webex, Microsoft team etc. ✓ Basic knowledge of Active Directory
Auto ID Systems India Pvt. Ltd. (Centena Group)
Mar 20221 yr 4 mosJun 2023

Provided Level 1 and Level 2 technical support for desktops, laptops, printers, and networking equipment via phone and email. Specialized in card printer maintenance including installation, troubleshooting, ID card design, and database backend operations. Supported Microsoft O365 and Thunderbird email clients; facilitated user onboarding for Zoom, Webex, and Microsoft Teams video conferencing platforms.

Education

Prist University

Bachelor of Technology, Computer Engineering

Prist University

20164 yrs2020

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Headline

Service Desk Engineer | IT Support Specialist | Incident Management | Application Support | O365 | SLA Management

About

I'm Prabu completed Bachelors in Computer science and engineering with CGPA of 75% at PRIST University. Along with my degree I had a experience and prior knowledge in trouble shooting, Networking, hardware and IT support at various technologies.

Location

Bengaluru

Work experience

Senior Service Desk Analyst at Tata Consultancy Services, Aug 2024 - Present · 1 yr 11 mos, Bengaluru, Karnataka, India, I am an experienced Service Desk Engineer with 4+ years of expertise in providing end-to-end IT support across Service Desk, Desktop Support, Networking, and Application Management. Skilled in troubleshooting hardware, OS, VPN, and connectivity issues, as well as managing Active Directory, Microsoft O365, Citrix, and Virtual Machines. Proficient in using ticketing tools (ServiceNow, ITSM, Remedy, Unity) to handle incidents, service requests, and escalations via calls, chats, and emails, ensuring high SLA compliance and customer satisfaction. Experienced in software installation, hardware maintenance, printer/scanner support, and CCTV configuration. Strong track record of resolving 150+ tickets monthly, improving resolution times by up to 40%, and optimizing IT operations for 500+ users. Adept at collaborating with vendors, leading BAU monitoring, and implementing process improvements that enhance team productivity and service delivery.

Service Desk Engineer at Tata Consultancy Services (Crown Solution), Aug 2024 - Oct 2025 · 1 yr 3 mos, Managed and resolved service requests and incidents via chat, call, and email using ServiceNow, ITSM, and Unity ticketing platforms, ensuring timely SLA compliance. Troubleshot network connectivity, VPN, and LAN/WAN issues; coordinated with third-party vendors for OS-level and hardware escalations. Administered user accounts, shared mailboxes, and distribution lists in Active Directory and Microsoft O365. Monitored daily BAU activities, resolved escalations within SLA, and ensured automation workflows ran efficiently and without interruption. Supported Virtual Machine and Citrix platform issues alongside M365 application troubleshooting for enterprise users.

Service Desk Engineer at _VOIS, Jun 2023 - Apr 2024 · 11 mos, Bengaluru, Karnataka, India, Role and Responsibilities: •Handled over 50+ end-user calls daily and made 30+ outbound calls weekly for incident follow-up, reducing unresolved cases by 40% and improving customer satisfaction by 25% within three months. • Led the restructuring of Priority Service Management and Incident Management processes, reducing incident resolution time by 40% and enhancing service efficiency for 200+ clients. • Directed tickets to appropriate support teams while resolving initial issues. • Resolved 150+ tickets monthly while monitoring and prioritizing older and open tickets, ensuring a 95% closure rate within SLA and improving customer satisfaction by 20% •Enhanced IT support operations by integrating ServiceNow, Remedy, NetMeeting, and Microsoft SharePoint; reduced ticket backlog by 40% and improved team productivity by facilitating faster issue tracking and resolution • Demonstrated troubleshooting proficiency in desktop support, MS Office, and Adobe software. • Optimized domain controllers and Active Directory management for a network of 500+ users, enhancing security protocols and reducing password reset requests by 40%, leading to a more secure and efficient IT infrastructure. • Streamlined operations and service delivery processes, efficiently managing high-stakes situations and reducing incident resolution time by 40%, enhancing overall team productivity and customer satisfaction.

Tech Support Engineer at Auto iD Systems, Mar 2022 - Jun 2023 · 1 yr 4 mos, Bengaluru, Karnataka, India, Role and Responsibilities: ✓ Provides technical guidance in activities associated with identifying, prioritizing, and resolving Problems by telephone and e-mail Screens, refers and diagnoses internal inquiries and work requests relating to PC Maintenance. ✓ Maintain card printer, Installation & Trouble shooting, ID card designing, Database backend work And Printer Services. ✓ Handle daily technical support activities on desktop & laptops, networking. ✓ Basic troubleshooting in printer and scanner. ✓ Knowledge on Email client, O365, and thunder bird application. ✓ Install and regular updates on system applications and browsers. ✓ Addressing user tickets regarding hardware, software, and networking issues and resolve issues within given SLA. ✓ Assist users in connecting to video conferencing applications such as Zoom, Webex, Microsoft team etc. ✓ Basic knowledge of Active Directory

Technical Support Engineer at Auto ID Systems India Pvt. Ltd. (Centena Group), Mar 2022 - Jun 2023 · 1 yr 4 mos, Provided Level 1 and Level 2 technical support for desktops, laptops, printers, and networking equipment via phone and email. Specialized in card printer maintenance including installation, troubleshooting, ID card design, and database backend operations. Supported Microsoft O365 and Thunderbird email clients; facilitated user onboarding for Zoom, Webex, and Microsoft Teams video conferencing platforms.

Education

Bachelor of Technology, Computer Engineering, Prist University